A Comprehensive Citizen Engagement Solution.
Omnichannel citizen engagement allows organizations to connect with customers across multiple channels, while maintaining context. This is especially important because each customer has his/her preferred communications channel preferences.
Virtual agents, virtual assistants or intelligent chatbots are automated customer service applications that simulate a voice or text conversation with customers to deliver information or act on behalf of the customer to perform transactions.
State of the art custom mobile apps set your agency apart. The citizen is engaged through a set of easy-to-use services that focus on continuing to deliver a true value-based experience accessed anywhere, anytime with a couple of clicks.
Phone apps that pop
Our mobile app development team will design and build a user experience meant for ease of use and brand reinforcement. We build native iOS and Android apps. Let us build off of your agency’s existing website theme and color scheme, or we’ll design a fresh look.
Citizen Engagement System API ties our mobile apps to the back-office service request system and provides consistency with our integrated web portals.
Citizen facing portals can have a variety of uses, from request intake to knowledge sharing to crowdsourcing ideas, our solutions reinforce your brand, your commitment to citizen service, and your ability to respond and act.
Citizen Engagement System Web Portals
Support citizens, partners and employees
Web portals give anyone you need to collaborate with the ability to post requests, view reports, and access knowledge without needed to log in to your citizen services system.
A citizen self-service portal enables residents to submit and monitor service requests ,access self-service knowledge, and provide feedback.
A partner portal provides real-time access to every stage of shared activities across your partner ecosystem.
An employee self-service portal creates an efficient and well-informed workforce by streamlining common tasks and empowering every employee with a definitive source of knowledge.
Intelligent Solutions for Government Agencies
A Modern Citizen Services Solution
Our Citizen Engagement System is developed on a cloud-based platform offered by Microsoft, using a collaborative approach with government and departmental leadership and stakeholders. It is intuitive and remains up to date with modern advances in technology, user patterns, and security and can be integrated with your existing systems. U.S. based and FedRamp certified.
Phone System Integration or Native Voice
We can integrate with your organization’s existing call center phone system or implement the native voice channel in our omnichannel solution which is built on the same technology as Microsoft Teams voice calling features.
Citizen Services Contact Centers
Subscribe to Gov Link Contact Center Services. We will staff and operate citizen assistant services supplemental to and in cooperation with your staff. Our staff will be trained to represent the City in a professional manner. Subscribe to these services ongoing or temporarily to help transition toward omnichannel engagement preparedness.
Contact Center Services
We offer 24×7 service request intake and frontline support. Our team strives to exceed expectations in every interaction. Our team doesn’t only solve your customer needs. We also provide dynamic workforce management and business intelligence insights to your team, helping us lower costs and reduce call volumes.
Specialized for your Location
Service representatives undergo extensive training, preparing them to deliver the best service possible:
Dedicated or Shared Services
We build a workforce development program tailored for you to deploy our dedicated contact center services using staff in your area. Multiple spoken and written languages can be supported. Good when you want to use our contact center service as a long term alternative to hiring service representatives directly
With our shared contact center solution, U.S. based staff receive an orientation to your unique regional issues and experiences before they receive calls, web chats, emails or text message inquiries. Ideal as a supplemental and/or temporary scale up to your existing internal capabilities.
Omnichannel Citizen Engagement
Our service representatives are prepared to engage with your constituents across a variety of communications channels:
We provide mobile apps that are highly customized to promote your agency’s brand and commitment to excellent service.
AI-driven Virtual Agents can reduce staffing requirements and satisfy citizens rapidly.
We guide you with workforce development and organizational change management solutions.